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30 DAY Returns Policy

Returning an unwanted item?

We get it - sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we do not provide free return shipping labels, but we accept returns for free, subject to the rules below, including rules about fair use. None of these affect your statutory rights.

If you return an item requesting a refund within 28 days of delivery/ collection, we'll give you a full refund. Your refund will be issued using your original payment method.

We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

After that?

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Original Condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including

  • PPEproducts if opened, used or the protective seal is not intact.
  • Underwear/base layers if the hygiene seal is not intact or any labels have been broken.
  • Power tools If the seals or box have been tampered with or broken. If the tool has been used
  • Meter boxes if any attempted fitting has been made or the box is damaged
  • Footwear If the footwear has been worn outside or damaged
  • Custom orders If orders are custom made, sadly they can not be refunded or exchanged

If an item is returned to us damaged, in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them. This includes the original packaging with all tags, bags and labels attached (e.g., everything should be returned with the original branded box).


Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

Want to exchange an item?

We’re no longer offering free exchanges to UK customers. All returned items will be refunded once they arrive at our warehouse. Need it in a different size or colour? Simply place a new order! 

Returns have gone online!

Haven’t you heard? Trade Counter Direct now do returns online!

  1. Its simple! Go to 'My Orders'
  2. Click 'Create Return' next to the order you want to return

Follow the instructions provided. Any questions please contact [email protected]

I've received a faulty item, what should I do?

We’re really sorry if you’ve received a faulty item. Please return the item to us as soon as possible so we can get this sorted for you.

  1. Go to 'My Orders'
  2. Click 'Create Return' next to the order you want to return
  3. Don’t forget to select ‘Faulty’ when asked for a reason for your return. Please also add any images or videos as evidence.

 If you’re not able to create a return, please get in touch with our Customer Care team as we'd be happy to help.

My parcel was damaged in transit?

If the package looks damaged in any way you can refuse the delivery, this will automatically return the item back to us.

You must inform us immediately by e-mail or phone of any damaged goods.

If you have accepted the item and upon opening the product discover it is damaged, please contact our customer service team within 72 hours of receiving it.

If we do not receive contact within this time frame, we cannot raise a claim with our couriers and unfortunately, we will not be able to issue a replacement or refund.

  1. Go to 'My Orders'
  1. Click 'Create Return' next to the order you want to return

Follow the instructions provided. Don’t forget to select Damaged in transit as your reason for return, please also send photos of the damage, the shipping label and the shipment box.

I've received an incorrect item in my order, what do I do?

We want to sort out any issues with incorrect items straight away. 

If one of the items you received isn't what you ordered, please send it back to us and we'll refund you if it's incorrect.

To create your return, simply:

  1. Go to 'My Orders'
  2. Click 'Create Return' next to the order you want to return
  3. Follow the instructions provided. Don’t forget to select Incorrect item received your reason for return.

Find more information on how to return here.

Keep hold of your proof of postage in case we need to look at it further down the line. 

If you choose to return through another method, it's your responsibility to pay for your return.

My Item isn't Working

If an item is faulty and was purchased less than 30 days ago, please follow instructions for - I've received a faulty item, what should I do?

If this 30-day period has passed, we will offer a repair or replacement provided that you report the fault within 12 months of purchase.

If we are unable to repair or replace the item(s) we will provide you with a refund.

After 12 months, your statutory rights as a consumer will continue to apply.

For more information regarding your rights visit the Which? Consumer Rights website.

Any questions please contact [email protected]